A large multinational conglomerate ran a Microsoft Viva proof of concept to improve communication and collaboration for its highly dispersed frontline telecommunications workforce. By leveraging existing Microsoft licensing and adding the Viva suite, the organisation enabled technicians to access the right information more easily and collaborate faster. The pilot solution was co-designed with end users and supported by Rapid Circle’s Adoption & Change expertise.
General Manager of Business Engagement
“Working with Rapid Circle was really amazing, I must say. What I liked most about the Proof of Concept is that it was all about the user experience, and it wasn’t about the technology. It was about focusing on change management and what will really work for the business. The technology was just the underlying thing that they implemented to make that work!”
Large multinational conglomerate
Utilities / Telecommunications
Dispersed frontline workforce, ageing telecommunications infrastructure, and fragmented legacy systems limiting access to information and knowledge sharing
Microsoft Teams and Viva Suite proof of concept (Viva Topics, Viva Learning, Viva Connections), supported by SharePoint and delivered with strong change management
Improved access to information, stronger collaboration, and early positive adoption among nearly 600 technicians
Tough each acquisition, the conglomerate not only grows in people but also in legacy software which typically doesn’t integrate well with other software. Software working in silos presents further hurdles when combined with a highly remote, dispersed and diverse workforce.
A small and crucial group of technicians and subject matter experts (SMEs) maintain ageing telecommunications infrastructure across cities and small towns. Some of these experts are nearing retirement, creating a risk of valuable knowledge being lost. While new technicians are being hired, much of the knowledge they need is not stored in one central place, causing productivity issues.
Newer technicians often had to call around the organisation to find answers to specific technical questions, while SMEs repeatedly answered the same questions.
“Instead of every person phoning that one person, how do you share the answer so that everybody can benefit from it?”
— General Manager of Business Engagement
Although SharePoint and Teams were already in place, the organisation was unsure how to use them to their full potential and wanted to explore how tools like Microsoft Viva could support better communication and knowledge sharing.
“As a service company for our clients, all the technicians are dispersed across the country, so our focus was around enabling our technicians to be able to share information and easily communicate with each other.”
The conglomerate approached Microsoft to identify a partner experienced in both Modern Work and change management for large organisations. Rapid Circle was selected to support the Viva pilot.
A dedicated ‘Telco’ working group was formed, including technicians, SMEs, designers, IT professionals, managers and operations representatives. Through weekly discovery, design and training workshops, facilitated by Rapid Circle, the group explored how Teams and Microsoft Viva could address daily productivity challenges.
“We created a small telco working group of around 10 people to try and initiate that connection of expertise across the country.”
— Head of Technical Capability
The sessions were facilitated by Rapid Circle’s Principal Adoption and Change Consultant Kat Olsen and technically guided by Teamwork Consultant Peter Varitimidis. Leadership was positively surprised by the high engagement levels from frontline technicians, even during operationally challenging circumstances.
The workshops resulted in a solution combining Viva Topics, Viva Learning and Viva Connections, supported by Teams and SharePoint. The solution was co-designed with the people who will use it every day.
“Everyone on the project was a part of co-designing the solution. We just set it up in the tools.”
— Kat Olsen, Principal Consultant – Rapid Circle
“I got an email this morning from one of the technicians saying, ‘Thanks for getting me involved in the workshops’ and that he was quite pleased that he was able to contribute and be part of it.”
Following training workshops, the proof of concept was tested with an existing Teams group of almost 600 people. Relevant content was added immediately, and usage has been growing organically.
“A few of the people that have been in the training sessions can show other technicians and we’ll watch for organic growth there.”
— Head of Technical Capability
The most valuable feedback came directly from the technicians who participated in the pilot.
“I got an email this morning from one of the technicians saying, ‘Thanks for getting me involved in the workshops’ and that he was quite pleased that he was able to contribute and be part of it.”
— Head of Technical Capability
Want to see how a Microsoft Viva pilot can help improve communication, knowledge sharing and engagement across a dispersed workforce? Get in touch to explore the possibilities.
The goal was to improve access to information, collaboration and knowledge sharing for a highly dispersed frontline telecommunications workforce.
The pilot included Viva Topics, Viva Learning and Viva Connections, supported by Microsoft Teams and SharePoint.
The proof of concept was tested with an existing Teams group of almost 600 people.
The focus was on user experience and practical adoption, ensuring the solution would work for technicians in their daily work.
Rapid Circle facilitated discovery, design and training workshops, supported change management and helped co-design and implement the solution alongside the customer.
